81. The 12-month onboarding experience that runs itself (without losing the personal touch)

So my long-term client, Krista Miller of Summit in a Box, approached me to take her accelerator students behind the scenes of my retention lab onboarding experience.

which is 12 months long.

Yes, you heard right.

So 12 months fully mapped out for my members inside my community.

And it is super strategic, super intentional.

It leans into extrinsic motivation at the beginning.

So motivation that comes from the outside before people have seen first wins and that intrinsic motivation takes over, which is internally motivated.

And it is 95% totally automated on the back end via clever tools that talk to each other and keep track of the actions that people are taking or not taking.

And then the remaining 5% are unscalable.

That's where I get involved and I take over because I know it is super important at that particular point of their onboarding experience.

During this workshop, I had one of the attendees tell me just how much this process and this experience resonated with her.

And sure thing, shortly after the workshop, she touched on in my inbox and said that she absolutely loves what I've created and she wanted to do something very similar for the students inside her 12 months group program, which she had just turned from a cohort-based life launch situation into an evergreen program that still has life support, but that allows people to enroll whenever they're ready.

And so we locked in a CX catalyst and it all involved me diving deep into all the things that were remotely relevant to her course.

So I looked through her sales sequence, the sales page copies.

So I really understood why people signed up, what that transformation is.

I also looked through her testimonials, voice of customer data and insights to really make sure we deeply understood why people signed up, what they were looking for, what that transformation was that we needed to make sure popped up at the end of this onboarding experience and their 12 months inside the program.

The thing is, I'm so passionate about working with people who truly want the best for their customers and want their customers to succeed.

So when this particular lady approached me, I was totally on board because her problem was that she knew people were investing a fair amount of money in her program, in her support, but for whatever reason, the engagement dropped A few months after people joined, while there was a whole lot of life opportunities every month, there was the community.

She wanted to have peace of mind that she was doing whatever was in her power to lead people to that result they came for.

And a quick disclaimer here, while you can do everything in your power to design an onboarding experience that sends the right nudges and the right cues at the right time, it is still ultimately up to your students, your members to decide take actions.

Ultimately, as membership site owners, as online business owners, we need to let go of us being in charge of the results that our students are getting, particularly if we've set the right parameters, if we are doing everything on our end to make getting those results easy.